Call Center Representative

Call Center Representative

Ultimate Staffing Services is actively seeking a Call Center Representative to join their client's team in Florida. The ideal candidate will serve as the first point of contact for incoming calls, providing essential support, and ensuring a seamless service delivery experience for all callers. This role is integral to the organization, requiring effective communication, problem-solving abilities, and a positive demeanor.

Responsibilities:

Position Summary:

The Call Center Representative (CCR) is responsible for handling both inbound and outbound phone calls, providing support, documenting information, and resolving issues. This role supports the entire organization as it is the first point of contact for incoming calls from clients, vendors, suppliers, and more. The CCR must be able to manage a high volume of calls in a friendly, professional, and efficient manner, while following the call routing and documentation processes and procedures. This role requires effective communication, problem-solving skills, a fast pace, a positive attitude, and multitasking. The CCR will interact with clients, technicians, and internal teams, utilizing a variety of TailWind systems, to ensure seamless service delivery.

Essential Functions:

• Answer incoming calls from clients, vendors, suppliers, and more.
• Follow protocol for specific call types, including triage and escalation when necessary.
• Document required information into the corresponding systems to ensure accurate tracking and resolution.
• Efficiently navigate company systems to access client and vendor data, update records, and complete service tasks.
• Manage check-in and check-out calls from vendor technicians and review deliverables provided to ensure that all required job tasks were completed.
• Assist with 24-hour and 1-hour scheduling reminder calls to vendor technicians.
• Follow company policies and procedures for call handling and routing, issue resolution, and cross-department collaboration.
• Consistently conduct activities in a friendly, professional, and courteous manner.
• Other duties as assigned.

Competencies:

• Excellent verbal and written communication skills
• Ability to multitask and drive completion with tasks
• Strong customer service orientation and ability to develop and maintain relationships
• Strong work ethic and commitment to integrity
• Ability to learn and navigate through TailWind's systems
• Professionalism with internal/external clients
• Adaptability and flexibility

Required Education and Experience:

• High School Diploma
• Computer Experience
• Self-starter and proven ability to work independently and on a team
• Proficiency with Microsoft Office suite of PC Tools
• Phone skills, including familiarity with complex or multi-line phone systems
• Ability to work in a fast-paced environment, multitask, and meet deadlines
• High degree of accuracy and attention to detail
• Ability to remain calm and composed under pressure or during challenging calls
• Previous successful experience in a call center or customer service role is a plus!

Work Hours:

Monday to Friday, Must be flexible working between 6:00AM -7:00PM

Benefits:

Competitive pay range of $17 to $21 per hour.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.